Customer Support Representative - escalations (remote)

Westbrook Umber Banking Services provides everyday banking and small-business lending around Tampa, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 896 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including deposit accounts, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with deposit accounts. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Tampa. • We reply to every applicant.